Customer Support Specialist - Weekend Coverage - Remote

Overview

Mercury is building a complete finance stack for startups. Since we launched Mercury in 2019, our customer base has grown to over 200,000 startups and small businesses from all around the world. This turns out to be a pretty wild endeavor, so we’re looking to bring someone smart onto our Customer Support team to help us out.

In Short

• Join the Weekend Coverage Customer Support team at Mercury.
• Assist users with inquiries through chat, email, and phone.
• Handle user account requests and teach customers about the product.
• Identify systemic flaws and work with engineering to improve the product.
• Write help articles and FAQs.
• Maintain a warm relationship with users.
• Must be available to work at least one weekend day.
• Fixed working schedule with long-term commitment.
• Experience in Customer Experience / Support required.
• Fintech experience is a plus.

Requirements

• 2+ years of experience in a Customer Experience / Customer Support role.
• Ability to exercise empathy and competence.
• Strong communication skills to translate technical jargon.
• Enjoy automating processes for efficiency.
• Ability to manage multiple tasks calmly.
• Creativity in problem-solving.
• Kindness in customer interactions.
• Confidence in communicating with startup individuals.
• Organizational skills for maintaining a clean inbox.
• A love for language is ideal.

Benefits

• Competitive salary and equity (stock options).
• Regular updates on salary and equity ranges based on industry data.
• Diverse and inclusive work environment.
• Commitment to providing accommodations for applicants with disabilities.
• Opportunities for professional growth and development.